Optimal shift event placement

If the Find best matched work rule is enabled when adding or editing shift Work period in WFM that has a definite length. assignments, the system moves the associated shift events to optimal placements within the shift. This optimization is based on the FTE Differential status. However, it is done differently, depending on whether the shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch. is a working or non-working shift event.

Working and non-working shift events

Working shift events are associated with activities that are considered work activities, but are not the main activities of the shift.

For example, a shift is associated with the activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule., Phone. A working shift event can be associated with the activities Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). or Research. An employee scheduled for this shift is mainly working on the phones, but during these working shift events, does a special project or research. For working shift events, the parameter, Use in Shift (Primary Activity), is selected for the activity of the shift event.

Non-working shift events are associated with activities that occur during a shift, but are not considered work activities. Common examples include breaks or lunches. For non-working shift events, the parameter, Use in Shift (Primary Activity), is not selected for the activity.

Optimal placement of shift events based on FTE Differential

When adding new or moving existing shift events, the system optimizes shift event placement based on the FTE Differential status.

The considerations are different, depending on whether the shift event is a working or non-working shift event:

The system attempts to place non-working shift events (like Break or Lunch) when the corresponding FTE Differential values are the highest (overstaffed periods). It still adheres to the shift event start and end time parameters and spacing rules. This feature ensures that service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. are still being met during time intervals where some employees are not working.
The system attempts to place working shift events (like Project or Research) when the corresponding FTE Differential values are the lowest (understaffed periods). It still adheres to the shift event start and end time parameters and spacing rules. This feature ensures that employees are still working when needed during a shift, even though they are not working on the main activity for the shift.